[Hiring] Staff Technical Support Engineer @BigPanda

Role Description

We are looking for an experienced Backline Support Engineer to join our Customer Support organization. In this role, you will provide enterprise-grade technical assistance to our B2B SaaS customers by troubleshooting complex issues, managing critical incidents, and ensuring high customer satisfaction through precise and responsive communication. You will play a critical role in ensuring our customers derive maximum value from the BigPanda platform, a mission-critical system in their operational toolchain.

This role requires a proactive mindset, strong diagnostic skills, and the ability to navigate large-scale environments with confidence and professionalism. You will be working with highly technical customers, DevOps engineers, SREs, and IT operations teams across various industries.

What you will do:

• Service Level Management
  • Ensure all support cases are handled in accordance with established SLA and SLO targets for response and resolution times.
  • Monitor and manage ticket queues to prevent SLA breaches, particularly for high-priority and strategic customer cases.
  • Proactively communicate status updates, risks, and delays to customers and internal stakeholders.
  • Partner with Support Leadership to identify opportunities to improve SLA adherence and support efficiency.
• Advanced Troubleshooting & Root Cause Analysis
  • Lead the resolution of complex technical support cases involving BigPanda’s real-time event correlation and incident management platform.
  • Perform in-depth troubleshooting of distributed systems and microservices architectures, including log analysis, performance profiling, and data pipeline tracing.
  • Reproduce and isolate customer-reported issues in lab environments; identify bugs or platform limitations and work with Engineering to drive resolution.
  • Utilize tools such as Grafana, Linux CLI, and database queries (MongoDB/SQL) to investigate alerts, anomalies, and system behavior.
• Customer Communication & Enterprise Incident Management
  • Serve as the technical point of contact during major incidents, providing detailed updates to both technical and non-technical stakeholders.
  • Manage high-priority escalations and work across Support, SRE, and Product Engineering teams to coordinate effective resolution plans.
  • Maintain proactive, professional communication and ensure customers are informed at each stage of an issue lifecycle, from initial triage to root cause and follow-up actions.
• Operational Excellence & Knowledge Sharing
  • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve team efficiency and knowledge sharing.
  • Mentor frontline support engineers on advanced troubleshooting techniques and complex customer issues.
  • Identify opportunities to improve support processes, tooling, and escalation workflows to enhance overall support effectiveness.
• Escalation & Collaboration
  • Identify, escalate, and manage technical issues requiring advanced product expertise or code-level investigation.
  • Participate in incident reviews, case escalations, and cross-functional collaboration initiatives to improve product reliability and support processes.
  • Identify recurring product issues and trends through case analysis and share insights with Product and Engineering teams.
  • Work closely with Engineering to triage, prioritize, and track bugs impacting customers.
• Strategic Account Support (If assigned)
  • Serve as the dedicated technical support engineer and single point of contact for strategic or high-value customer accounts.
  • Partner with customers to prioritize support cases, product suggestions, and feature requests.
  • Lead regular technical check-ins with key stakeholders to review open issues, align on priorities, and reduce resolution times.

Qualifications

• 5 years of experience in a technical support, application support, or DevOps support role, within a B2B SaaS company.
• Strong analytical and diagnostic skills with a deep understanding of modern infrastructure, APIs, and monitoring systems.
• Exceptional communication skills, capable of translating complex technical details into clear, concise information for enterprise customers.
• Demonstrated ability to manage multiple priorities and respond effectively in high-pressure, time-sensitive situations.
• Experience in working with enterprise customers in regulated or mission-critical industries is a plus.
• Participation in an on-call rotation for incident response is required.
• Proficiency with support and case management tools (e.g., Zendesk, Salesforce, JIRA).
• Strong understanding of ITSM, incident management workflows, and integrations with enterprise tools like ServiceNow, PagerDuty, or Slack.
• Hands-on experience with Grafana or equivalent observability/monitoring platforms.
• Linux CLI for system diagnostics and troubleshooting.
• MongoDB, SQL, and AWS for backend analysis and infrastructure insight.
• Strong Proficiency with programming or scripting languages such as JavaScript, Python, or Node.js for debugging API payloads or custom workflows.

Benefits

• Competitive equity
• Remote-first environment
• Unlimited PTO
• Twelve (12) paid holidays throughout the year
• Comprehensive health benefits
• #PandaParent support: Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.
• Financial planning services
• Employee learning & development budget
• Values-based recognition (quarterly and annually)
• Social community & ERG programs
• Dog friendly office
• Lunches provided in office
• Flexible work environment along with a work-from-home stipend to support remote work arrangements
• Values-based culture